Up Your Service

OCTOBER 25, 2016

Training provides scripts, steps, answers, and procedures to use in specific situations, while education offers a framework for creating value, developing new solutions, and building a stronger service culture. To build a consistent, top-notch customer service culture , you must embrace actionable service education as an essential foundation.

Education 110

Education Customer Service Scripts Best practices 110

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

outsourcing 71

outsourcing Contact Center Calibration Personalization 71

Peter Lavers

FEBRUARY 18, 2015

Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). Whilst debating there, on the relative importance of metrics verses action, I’ve been reminded of the importance of creating a customer insight team culture which drives action. don’t waste time arguing over metrics).

Metrics 176

Metrics Best practices Analytics Customer effort 176

Russel Lolacher

JANUARY 4, 2021

How do you prepare your organization’s culture to fully embrace digital transformation? For example, like any curse of knowledge situation, digital types are very good at talking to digital types because they speak the same language, but that’s not culture change or inviting to an outside environment.

Government 83

Government Surveys Coaching Personalization 83

Russel Lolacher

AUGUST 1, 2022

And I think the idea of curiosity and asking questions and understanding people comes in pretty handy with the topic we’re talking about today, which is accessibility. And some examples of that I’m thinking like hiring practices and the workplace culture. Russel Lolacher. Russel Lolacher. They got it.

Government 98

Government Personalization Education Employee engagement 98

CX Journey

JULY 26, 2016

Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. The topic on July 21 was one of my favorites: customer experience, of course. This is a hot topic. This is an important topic with many different angles to cover. They want a quarter-inch hole!

Customer Experience 43

Customer Experience Employee engagement Marketing Customer Service 43

Russel Lolacher

MAY 1, 2022

How an organization’s communication culture can influence speaking well. So our topic today is about speaking well, at work. How do we present ideas on topics? So how important and you’re illustrating it… curiosity. Curiosity will allow you to get enough information to craft your own message.

Employee engagement 52

Employee engagement Personalization Management Scripts 52

SharpenCX

JULY 1, 2020

On a remote team, even more unknowns and roadblocks can pile onto already stressful situations: different time zones and work schedules, cultural differences, language barriers, and so on. Demonstrate this curiosity without escalating the issue. Seeing faces when discussing tough topics allows you to better read tone and emotion.

Contact Center 137

Contact Center Management call center workforce Morale 137

ClearAction

SEPTEMBER 27, 2018

Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. These “business rituals” criteria are the truth about your culture. Value Constructive Feedback : Value creation is strongest in company cultures where risk is tolerated and encouraged.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

Lumoa

AUGUST 23, 2021

Think about the verbiage your customers are using and the topics they’re discussing. You can use their feedback to better foster a curiosity into your company culture so anyone on the phone/chat/ticket response/ or face-to-face with potential and current customers can effectively share these insights.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What was the culture like when you first got there? And I’m not done yet.

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

APRIL 5, 2019

Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. Keep reading to get expert tips and advice on the following topics: Customer Success Performance Management (Goals and KPIs). There’s a lot of confusion when people say cultural fit.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

Russel Lolacher

JUNE 19, 2022

How workplace culture can benefit from compassion. And I was digging through your workplace wisdom blog, and I noticed this underlying theme, which is going to be the topic of our discussion today, which is compassion, especially when it’s not easy to be a compassionate person in the workplace. Google Podcasts. KEY TAKEAWAYS.

Coaching 98

Coaching Personalization Consulting Consulting 98

RapportBoost

DECEMBER 10, 2018

I know Nate and Kaye got a few case studies about these topics to share. And it just breaks my heart because on the whole, it is not the fault of the technology, it is the fault of the implementations and knowledge, and the culture that underlies in. But at the same time, it is like the real ROI gain as well. Nate: Yeah, no doubt.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Russel Lolacher

JUNE 13, 2022

the role of executive and culture in addressing silos. We talk about culture, we talk about teams, but there can be one person that ruins it for everybody. How can we achieve that collectively, while also maintaining, you know, the specific groups that have their level of expertise in specific topics. KEY TAKEAWAYS. Keith Kmett.

Coaching 59

Coaching Engineering Personalization Feedback 59

Vistio

MAY 28, 2022

So to go back to a conversation that we had a couple of weeks ago, we had been discussing a topic that is top of mind for a lot of our colleagues. So just out of, again, personal curiosity. It’s more connected to the actual work we do and the cultures and the environments that we create around that.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

ChurnZero

MAY 20, 2022

You must have an interest in it; that’s what I meant by business curiosity, too. Sometimes, I’ll home in on a particular topic because I want to learn it better. At Oracle, we had this culture and initiative within Customer Success called Mavericks. To become a domain expert, it’s step by step.

Banking 98

Banking Finance Coaching Employee engagement 98

Russel Lolacher

SEPTEMBER 27, 2022

Yeah, so that was gonna say, getting back on topic of people were afraid of me. I think that humility and vulnerability, those are two that I really feel like I have where, you know, I lead from a place of openness and curiosity. But one of the things that we built into Planning Center culture is what we call remote weeks.

Personalization 52

Personalization Feedback Coaching Employee engagement 52

Russel Lolacher

AUGUST 29, 2022

And I either got, oh, that is a really interesting topic, or, Oh, I have some questions that I need you to ask. And it’s nice that it’s, I mean, I love it, that’s your experience, but how dependent is it on a culture that will listen to their stuff in order for experiences like that to be able to happen? Doug Rabold.

Education 59

Education Call Center Sales Accountability 59

Russel Lolacher

NOVEMBER 14, 2022

Empathy is such a huge topic that we kind of dance around a bit. On this empathy thing, the squishy topic. And one of the things that they found this year 69% of CEOs recognize that it is their job, their response as part of their job to build an empathetic culture in their organization. And now he’s here. Hello, Russel.

Personalization 52

Personalization Consulting Consulting Advertising 52

Russel Lolacher

JULY 4, 2022

Now that definitely lends itself segue into our topic today, which is all about networking and connecting and community building. So I mean, it’s just a really great resource on this topic. Oh, I love that word curiosity. Oh, I love that word curiosity. Russel Lolacher. So was that done driven by you? Nate Brown.

Personalization 52

Personalization Employee engagement Customer Experience Scripts 52

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help. Neal Dlin.

Consulting 52

Consulting Consulting Personalization Contact Center 52

Russel Lolacher

OCTOBER 16, 2022

So the topic today is our relationships with time at work, because my God, man, we have meeting problems, we have time management problems we have scope creep is a huge problem. I’m hearing curiosity a lot when it comes to testing the waters and personalization. How do you steer a culture shifts slowly. Russel Lolacher.

Time management 98

Time management Management Personalization Government 98